Lead Client Services Project Manager, CX

NiCE is a global company that excels in AI, cloud, and digital solutions, providing extraordinary customer experiences. They are seeking an AI delivery-driven leader to guide complex, customer-facing projects from initiation through closure, ensuring strategic direction and effective communication with stakeholders.

Responsibilities:

• Manage high‑visibility software and AI/GenAI projects, ensuring alignment with scope, timelines, and customer expectations
• Manage project plans, schedules, RAID logs, and core project documentation
• Provide consistent communication with executive leadership
• Drive ownership, accountability, and escalation management
• Guide teams through the full project lifecycle
• Mentor project managers and support PMO best‑practice maturity
• Navigate shifting priorities and adjust delivery approaches as needed
• Led end‑to‑end delivery of conversational AI, LLM, and NLU solutions across scoping, execution, UAT, and deployment
• Assessed AI use cases and evaluated data readiness, including ingestion, quality, labeling, and dependency tracking
• Collaborated with engineering, product, R&D, and presales teams to validate model accuracy, output quality, and overall performance
• Set and managed customer expectations while coordinating cross‑functional delivery across technical and business teams
• Identified and mitigated AI‑specific risks such as model drift, hallucinations, data issues, and expectation misalignment
• Applied hands‑on prompt engineering with a clear understanding of prompting limitations and optimization strategies
• Leveraged AI tools in daily workflows for automation, data analysis, content generation, and quality validation
• Defined and monitored AI performance KPIs, translating metrics (e.g., accuracy, containment, hallucination rate, latency, cost per inference) into actionable insights
• Managed AI cost drivers, e.g. token usage, model selection, prompt structure, and architecture optimization for efficiency and performance
• Ensured compliance with AI safety, governance, and security standards, implementing guardrails, redaction practices, and structured evaluation frameworks

Requirements:

• Led end‑to‑end delivery of conversational AI, LLM, and NLU solutions across scoping, execution, UAT, and deployment
• Assessed AI use cases and evaluated data readiness, including ingestion, quality, labeling, and dependency tracking
• Collaborated with engineering, product, R&D, and presales teams to validate model accuracy, output quality, and overall performance
• Set and managed customer expectations while coordinating cross‑functional delivery across technical and business teams
• Identified and mitigated AI‑specific risks such as model drift, hallucinations, data issues, and expectation misalignment
• Applied hands‑on prompt engineering with a clear understanding of prompting limitations and optimization strategies
• Leveraged AI tools in daily workflows for automation, data analysis, content generation, and quality validation
• Defined and monitored AI performance KPIs, translating metrics (e.g., accuracy, containment, hallucination rate, latency, cost per inference) into actionable insights
• Managed AI cost drivers, e.g. token usage, model selection, prompt structure, and architecture optimization for efficiency and performance
• Ensured compliance with AI safety, governance, and security standards, implementing guardrails, redaction practices, and structured evaluation frameworks
• 8+ years of project management experience leading complex, customer‑facing software delivery projects
• Proven success managing full end to end delivery using Agile, Waterfall, and hybrid methodologies
• Experience delivering technical, SaaS, and AI/GenAI projects
• Strong analytical skills with a track record of managing risks, revenue, and escalations
• Excellent communication & expectation management
• Advanced proficiency in project management and reporting tools (e.g., MS Project, Salesforce, Rocketlane, & Power BI)
• PMP certification required